Technical Helpdesk & Digital Remote Support Agent I
General Information
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City
Laval
State/Province
Quebec
Country
Canada
Department
Technical Customer Services
Date
Monday, June 26, 2023
Working time
Full-time
Ref#
20030495
Job Level
Individual Contributor
Job Type
Experienced
Job Field
Technical Customer Services
Seniority Level
Entry Level
Description & Requirement
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About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)
This position is responsible for providing a superior Customer experience while reducing Customer downtime by providing Remote Hardware, Software and Network Technical support solutions to Internal and External Customers & Partners.
Xerox is a premium brand and customers globally associate that with a belief that they will always be treated with the utmost care, knowledge, and professionalism. Based on performance, individuals in this role can be considered for permanent hire by Xerox. Xerox is looking for people that are excited to learn and grow, providing comprehensive training and career progression opportunities.
The C&TS Representative is critical in the Service Support Cycle using advanced tools (CareAR®, remote desktop tools, etc.) to troubleshoot & resolve issues received via Telephony, Portal Tickets, Emails & Web Chat. When a Remote Solution is not possible, responsibilities will extend to problem diagnosis & entitlement validation (determining the Customer’s warranty/contract and/or billing status) prior to placing an onsite service call or escalating.
This position is focused on Remote Technical Support & requires Superior Customer Service Skills that include Empathy and Urgency as well as sound Troubleshooting ability, Technical Skills & Aptitude.
Xerox provides extensive training on all troubleshooting tools, products & systems.
Xerox’s Digital Service approach enables remote success for our customers & has been cutting edge for many years with devices designed to get customers back to work quickly. This also ensures that our field technicians can get to the customers that truly need them, the fastest.
Responsibilities:
Must be fluent in French and English in both written and verbal communications
Provide an Excellent Customer Experience using sound listening skills, empathy & urgency; when necessary, effectively diffuse and recover service concerns with the Customer
Solve Customer Hardware, Software and Networking problems at first contact using Xerox Systems, CareAR and/or Software Tools as appropriate
Proactively communicate the benefits of diagnosing and resolving issues
Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
Contribute to knowledge systems to enhance solutions provided to customers
Can Execute processes unique to Xerox Major Account Customers to ensure Service Level Agreements are met
Provide feedback on Policies and Procedures to continuously improve Customer experience
Maintain product & software knowledge
Performance focused – measured on providing great experiences and resolving technical issues by making good business decisions on each interaction
Represent Xerox to Customers & Partners in a Friendly, Professional and Ethical manner
Qualifications:
Post-Secondary Education is an asset
Technical support experience is an asset
Solid Problem-Solving Skills – experience with troubleshooting technology issues such as Xbox, PlayStation, mobile devices, software, computers, printers, etc. is an asset
Friendly & Able to communicate effectively – listening, written & verbal
Ability to deliver results independently and as a part of a team
Critical thinking and decision making
Ability to multitask effectively with attention to detail
Prior ‘support center’ experience not required
High level of achievement and self-motivation
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
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